Customer Experience Lead

About us

MangoBoost, Inc.

Agentic AI is fundamentally reshaping the paradigm of AI infrastructure. As environments emerge where countless AI agents operate simultaneously, conventional data center architectures are reaching their limits in both performance and efficiency. In response to this shift, MangoBoost is pioneering a new approach with its full-stack AI infrastructure solution designed to innovate every layer of the AI data center.

From LLMBoost, our AI inference optimization software, to GPU and storage systems powered by our proprietary DPU architecture, and orchestration software that seamlessly integrates and manages the entire stack, MangoBoost designs and develops every layer of AI infrastructure in-house. Rather than building isolated products, we focus on eliminating system-wide bottlenecks and fundamentally addressing inefficiencies across the entire infrastructure stack.

MangoBoost’s technology minimizes data movement and coordination overhead while maximizing overall system resource utilization, enabling exceptional performance and optimized total cost of ownership (TCO) for customers. Today, our solutions are already being deployed within real-world AI infrastructure environments through global partners, validating the strength of our technology. Through these efforts, MangoBoost is establishing a new global standard for AI data centers.

Position Overview

MangoBoost is seeking a Customer Experience Lead to own the end to end customer journey for our AI inference platform and to set the standard for the experience at every stage, from a developer's first API call to enterprise production. This is a founding, hands-on leadership role responsible for designing the experience, removing friction across every touchpoint, and building the team, tooling, and operating model needed to scale.

You will own onboarding, time to value, technical support and escalations, incident communication, after-sales service, and self-service documentation. You will define the metrics, triage and routing processes, and feedback loops that connect customer needs with Product and platform teams, while hiring and coaching the customer experience organization as it grows. The ideal candidate combines strong operational instincts and customer empathy with the technical fluency to navigate complex products and drive issues to the right team and resolution.

Responsibilities & Opportunities

• Own the end-to-end customer journey from a developer’s first API call through enterprise production, ensuring a seamless experience at every stage.
• Design and manage the customer support operating model, including triage, routing, escalation paths, SLAs, and playbooks.
• Own customer onboarding and time to value by removing friction and helping customers reach production quickly.
• Define and manage CX metrics such as response and resolution time, CSAT, time to value, and backlog to continuously improve the customer experience.
• Build a scalable, tiered support with clear escalation processes, on-call coverage, and proactive incident communication.
• Turn customer feedback and recurring issues into actionable insights and priorities for Product and platform teams.
• Scale self-service through documentation, knowledge management, automation, and AI-assisted support.
• Build and lead the customer experience team by hiring, coaching, and establishing a high-performance culture as the organization grows.

Required Qualifications

• 6+ years of experience in customer-facing roles such as Customer Experience, Technical Support, or Customer Success, including 2+ years leading or building teams.
• Proven experience owning or improving the end-to-end customer journey or experience beyond individual ticket or account resolution.
• Strong technical fluency with APIs and modern software products, with the ability to understand and appropriately route technical issues.
• Experience building customer-facing functions from the ground up, including tooling, SLAs, support tiers, escalation paths, and operational playbooks.
• Strong understanding of CX and support metrics, including CSAT, response and resolution time, time to value, and backlog.
• Excellent written and verbal communication skills, with the ability to communicate clearly and calmly during customer incidents.
• Fluency in both English and Korean
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Experience at a high-growth SaaS, developer platform, cloud infrastructure company
• Experience supporting developer-facing or API-based products and understanding how developers evaluate and adopt technical platforms.
• Working knowledge of LLM inference concepts such as tokens, latency, streaming, and rate limits.
• Experience designing data-driven customer journeys or experience programs.
• Experience building scalable self-service or automation, including AI-assisted triage, routing, or knowledge bases.